Product Manager (all genders) in Amsterdam

THIS IS US

Dott is the European champion of shared micromobility. Created through the merger of operators TIER and Dott in March 2024, the company decided to move forward under the single app and brand Dott. With the mission of moving us closer, Dott facilitates easy urban travel, reduces pollution in cities, and decreases reliance on cars. Today, Dott deploys 200,000 shared vehicles in 400 cities and 20 countries across Europe and the Middle East. The 12 million users have generated over 500 million rides so far. The team is led by CEO Maxim Romain and Executive Chairman Henri Moissinac. For more information, visit www.ridedott.com. 

 

THE ROLE AND YOUR IMPACT AT DOTT

We’re looking for someone for a temporary replacement role – 16 weeks full time, working at 70% for 9 weeks. We are working in hybrid model (3 days/week in the office - Amsterdam)

This is a hands-on, build-focused role. You will own the design, construction and continuous improvement of the conversational flows inside our chatbot including the intents, dialogue paths, actions, fallbacks and handoffs that turn a rider's message into a resolution. The north star for this is simple: more riders getting the right answer inside the bot, without hurting the experience.

YOU WILL

You will be accountable for the quality and performance of the chatbot's conversational flows, end to end. Concretely, that means you will:

• Build and maintain conversational flows in our chatbot platform (Ada/Dottie): map rider intents, design the dialogue paths, wire up actions and integrations, and write clear, on-brand bot copy for each step of the journey.

• Design robust fallback and escalation logic so that when the bot can't help, it fails gracefully, asking a clarifying question, guiding the rider to the next best step, or handing off cleanly to a human agent

• Turn support demand into flows. Analyse the top rider contact reasons, spot the queries the bot should be handling but isn't, and prioritise which new flows to build based on volume, resolution potential and rider impact.

• Instrument and measure everything you build. Own the metrics for your flows - containment rate, deflection, self-serve resolution, CSAT, and handoff quality and run a continuous test-improve-ship loop rather than a one-off launch.

• Run experiments. Set up and read A/B tests on flows, prompts and playbooks; decide which variant wins and why; and make the business-aware call when a metric trade-off (e.g. containment vs. CSAT) is actually the right one.

• Keep the bot honest and safe. Partner with Trust & Safety and Knowledge to make sure flows reflect current policy, route sensitive cases correctly, and never give riders wrong or risky guidance.

• Keep knowledge in sync. Work with L&D/Knowledge so the content the bot draws on stays accurate as processes change, and with Ops Tooling so flows connect correctly to the systems behind them.

• Close the loop with humans. Sit close to the agent experience, review real transcripts, gather agent feedback, and feed what you learn back into better flows and cleaner handoffs.

YOU’LL FIT GREAT WITH THESE SKILLS AND QUALIFICATIONS

What you’ll bring:

• 1–3 years in an associate PM, product operations, conversation design, support-tooling, or analytics role with hands on experience in shipping initiatives 

• A builder's instinct: comfortable working directly inside a no-code/low-code tool (chatbot builder, automation platform, or similar) to construct logic yourself rather than handing it off.

• Strong structured thinking: You can take a messy support problem and break it into intents, branches and edge cases without getting lost.

• Clear, concise writing. You can write bot copy that is warm, on-brand and unambiguous, and edit ruthlessly.

• Data fluency: comfortable reading funnels and dashboards, defining a metric, and using numbers to decide what to build next

• Genuine customer empathy and a bias toward the rider's experience

• Excellent cross-functional communication: you'll work daily across CS, Ops, Product and an outsourced agent team.

Nice to have:

• Direct experience with conversational AI / chatbot platforms (Ada, Intercom Fin, Voiceflow, Dialogflow, Rasa, Decagon, or similar).

• Familiarity with customer support tooling (Dixa, Zendesk, Retool) and support metrics (containment, deflection, CSAT, AHT).

• Exposure to LLM-based agents and prompt design.

• Marketplace, mobility, or on-demand experience.

THIS MAY INSPIRE YOU (ALWAYS DOUBLE-CHECK)

• 🏢 Hybrid work: 3 days in the office in Amsterdam, 2 days from home

• 💻 Our one-time home office bonus upon your start to create your ideal home office setup we

• 📚 Our annual learning & development budget

•  🛴 Our rides program with availability to opt in and opt out to ride our e-scooters & e-bikes

• ☀️ Our partnership for mental health at work, with free 1-on-1 video counselling, self-guided development, and more

• 🌴 Our sabbatical program

• ⏳ Our flexible hours and 1-month remote working option

• 🏳️‍🌈 Our diversity and inclusivity initiatives and programs

• 🎉 Our public holiday swap, with which you can switch two public holidays to another day

• 🌍 Our voluntary day off for charity work

* benefits may vary depending on country and position

We actively encourage a diverse and inclusive environment that fosters each employee’s individuality at Dott. We take affirmative action to ensure equal opportunity for your application, regardless of your nationality, ethnic or national origin, skin color, religion, disability, sex, sexual orientation, or gender identity. Come as you are and join our ride! 

In case you are living with disabilities, chronic illness, or neurodiversity, please inform us, so we can ensure a smooth application process.

If we could spark your interest and you want to change mobility for good with us, apply now and let us know why you’re the one for the job! We encourage everyone to apply and grow with us. Even if you may not tick all the boxes of the requirements, we are happy to hear about the value you can add to the team. We are all learners!

We are looking forward to your application!

At Dott, we respect fundamental privacy rights. We process your personal data in accordance with the requirements of the General Data Protection Regulation (“GDPR”). For a clear explanation of how we handle and process your personal data, please read our Candidate Privacy Statement.